Frequently Asked Questions
Shipping
Where are Fruitchouli orders ship from?
All Fruitchouli pieces are shipped from our Australian studio.
Where do you ship to?
We ship internationally with UPS Express Post or Australia Post International Express, depending on your location.
Within Australia, orders are sent via Express Australia Post.
At checkout, you’ll see if we’re able to ship to your country.
How much does shipping cost?
View our shipping rates on our Shipping & Returns page.
View international shipping rates here.
Are there any extra costs like customs fees or sales taxes?
All prices are shown inclusive of GST for Australian customers.
Shipping prices do not include local import duties or taxes (VAT), which may apply to shipments outside Australia. These charges are set by local authorities and are not the responsibility of the brand; they must be covered by the recipient.
If a parcel is refused due to unpaid duties or taxes, the customer is responsible for all associated costs, including postal charges, return shipping, and handling fees.
When will my order arrive?
Australian Orders: Once knitted (see knitting timeframe on product page), your order is delivered via Express Australia Post in 1–4 business days, depending on your address.
New Zealand Orders: Once knitted (see knitting timeframe on product page), your order is delivered via UPS Express Post in 4–7 business days, depending on your address.
International Orders: Once knitted (see knitting timeframe on product page), your order is delivered via UPS Express Post or Australia Post International Express in 4–10 business days, depending on your address.
Can I track my order status?
You will receive an email with a tracking number as soon as your package has been shipped from our studio.
Orders
Can I change or cancel my order?
Due to our minimal waste ethos and the knit-to-order nature of Fruitchouli, we can only accommodate changes or cancellations within 12 hours of placing your order.
After this time, production begins and your order is considered final.
Please contact us at info@fruitchouli.com as quickly as possible if you have changed your mind.
Can I exchange my order?
In certain situations we may be able to offer an exchange, please reach out to info@fruitchouli.com to discuss possible exchange options.
Please note that shipping fees are non-refundable, and customers are responsible for the cost of return and re-shipment.
Which payment methods do you accept?
We accept all major credit and debit cards, as well as Apple Pay, Google Pay, and PayPal (available in select countries).
When will my card be charged?
After an order is placed, payment will be authorised and held. Once the order is confirmed, payment will be taken. Your confirmation email will act as notification that your card has been charged.
Returns
Can I return my order?
All Fruitchouli pieces are knitted to order and made especially for you, so we’re unable to accept returns or refunds.
If you’re unsure about sizing or fit, please contact us before ordering. We’re happy to help or discuss bespoke options.
In some cases, we may be able to offer an exchange, but we ask that you choose carefully to help us avoid overproduction and waste.
Other Questions
Which size should I choose?
Our Body Measuring Guide is a great place to start, as it outlines the measurements we base our sizes on.
You'll also find a size guide on every product page, with detailed fit notes and garment measurements. We recommend comparing them to a similar garment you already own.
If you’re uncertain, we’re glad to offer guidance and help you choose the size that feels right. We also offer bespoke options for all knitwear pieces.
Contact us at info@fruitchouli.com for support.
What is a knitting timeframe?
All Fruitchouli pieces are knitted to order with a timeframe listed on the product page, and confirmed before checkout.
E.g. Knitted in 5–10 business days.
If you have purchased multiple pieces, your items will be shipped together once the piece with the longest knitting timeframe has been completed.
What does made to order/knitted to order mean?
Made to order, or knitted to order, means we create your piece only once it has been ordered. Nothing is pre-made or held in stock.
This approach prevents unnecessary production and ensures each Fruitchouli piece is knitted especially for you.
Where is Fruitchouli made?
All Fruitchouli pieces are produced in Australia, in our family-owned and operated knitwear studio.
What is Fruitchouli knitwear made of?
Fruitchouli knitwear is made from four carefully selected biodegradable natural yarns, including yak, organic cotton blended with SeaCell™ Lyocell, organic cotton blended with cashmere, and pure undyed cashmere.
Each fibre is chosen for its comfort, performance, and natural origin, ensuring every knit is both refined and responsible.
More information is available about Our Yarns.
How do I care for my Fruitchouli pieces?
Our care instructions for each piece are listed under Garment Care on its product page.
You can also find a detailed overview on our Care page.
Cleaning instructions are provided on the product's care label or care card.
